Associate, Customer Experience
About The Position
Lovevery is a fast-growing direct-to-consumer company whose customers are parents navigating the critical early years of their children's lives. The Customer Experience Associate serves as a key point of contact for the most sensitive and complex customer situations, working cross-functionally to ensure consistency, quality, and compliance across Lovevery's support experience. This role requires strong critical thinking and sound judgment, the ability to navigate multiple digital platforms simultaneously, and a communication style that is both precise and empathetic. Candidates who demonstrate the ability to reason through ambiguity, maintain high standards under pressure, and communicate with clarity and warmth are strongly encouraged to apply.
Requirements
- Demonstrated ability to assess complex, ambiguous situations and determine an appropriate course of action independently
- Strong written communication skills; capable of adapting tone and approach to context while maintaining the Lovevery Voice
- High attention to detail, particularly in documentation and case management
- Ability to manage multiple cases and workstreams simultaneously without compromising quality
- Comfort navigating and learning multiple digital tools and platforms
- Discreet and careful with sensitive customer and confidential company information
Nice To Haves
- Prior experience in a customer-facing or customer support role
- Familiarity with CX platforms such as Zendesk or equivalent ticketing systems
- Experience working cross-functionally with operations, compliance, or quality teams
- Bachelor's degree or equivalent professional experience
- Approaches customer interactions with genuine empathy without sacrificing clarity or practicality
- Self-directed and accountable; does not require close supervision to maintain high output quality
- Committed to Lovevery's mission and able to represent the brand authentically in every customer interaction
Responsibilities
- Manage complex, sensitive, and escalated customer situations that require individualized assessment and resolution
- Own cases from initial contact through resolution, maintaining consistent follow-through across all customer touchpoints
- Exercise sound judgment in applying and flexing policy while ensuring customers feel heard and respected
- Document escalation patterns and recurring issues; surface findings to the broader CX team
- Triage and track customer concerns requiring elevated care, including safety-related reports, ensuring accurate logging and appropriate routing
- Support quality review processes by analyzing customer feedback for systemic issues and trends
- Partner with your manager and cross-functional teams to uphold consistency and compliance standards across the support experience
- Maintain accurate and thorough records; precision in this area directly protects customers and the Lovevery brand
- Serve as an internal resource for the broader support team, providing guidance on edge cases and ensuring accurate brand representation
- Review escalated ticket samples; identify and flag quality or consistency concerns
- Identify gaps in process documentation and escalate recommendations for improvement
- Navigate multiple digital platforms to manage customer interactions, track cases, and support team workflows
- Participate in the shared escalation responsibility held by all internal CX associates
- Proactively identify process gaps and propose solutions
Benefits
- Competitive salary, benefits, and stock option package
- 3 weeks PTO in year 1 + 14 paid holidays
- Generous parental leave
- Any equipment you need to get the job done
- Free/discounted Lovevery products
- Remote working option available anywhere in the U.S.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
